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Duke Energy Associate Customer Care Specialist - Raleigh, NC in Raleigh, North Carolina

More than a career - a chance to make a difference in people's lives.

Build an exciting, rewarding career with us – help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

More than a career — a chance to make a difference in people's lives.

Build an exciting, rewarding career with us—help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for career growth and development, recognition for your work, competitive pay and benefits.

Are you a positive person with customer care and/or call center experience?

Do you enjoy helping customers within a dynamic environment?

If so, Duke Energy is looking for YOU!

New hires who meet Duke Energy’s performance expectations will be eligible for a $1,000 bonus which would consist of a $500 payout at the end of 4 months and a $500 payout at the end of 8 months of employment.

What can Duke Energy offer you?

  • Starting pay of $16.00 per hour during the training program. Upon satisfactorily completing training, the hourly rate increases to $17.00 per hour.

  • Annual incentives and quarterly incentives based on performance.

  • Sales incentives based on direct customer sales with increased earning potential

  • Competitive benefits package including:

  • Medical, dental and vision coverage for you and your family effective day one

  • 401K with company match

  • Tuition reimbursement

  • Vacation and sick time

  • A career with professional development and growth opportunities

    Target Start Date: Monday, June 7, 2021

Training Schedule: generally, Monday – Friday 8:00am – 5:00pm to last approximately 8 weeks.

  • Due to COVID-19, new hire onboarding, training, and actual work arrangements will take place virtually/remotely.

  • There will be no allowance for vacation time or absences during the training period as your attendance will be required to successfully complete the training program.

  • Your continued employment will be contingent on successful completion of the training program.

Position Summary

The Associate Customer Care Specialist’s primary responsibility is to provide engaging customer services in a professional manner to ensure the highest degree of customer satisfaction. The Associate Customer Care Specialist will consult with customers on their billing inquires, service orders, trouble calls and various other needs. The Specialist will build trust with customers by exhibiting good decision-making and anticipating customer needs while efficiently providing accurate information. The position also offers and educates customers on various company products and services that enhance their experience. The Associate Customer Care Specialist position has a high degree of accountability for individual performance in the areas of customer satisfaction, quality, and productivity to ensure that customers receive excellent service and business objectives are achieved.

Responsibilities include, not limited to the following

  • Building genuine connections with customers and being a great ambassador for the Duke Energy brand.

  • Provide high quality customer interaction by handling customer’s needs with integrity and empathy in one transaction.

  • Promote sales of available products and services, as appropriate.

  • Use professional judgement and escalate customer issues/concerns to management when appropriate.

  • Participate in on-call rotation.

  • Perform other duties as assigned, including work on special projects.

Required/Basic Qualifications

  • High school diploma or GED obtained at time of application submission.

  • One-year customer service experience (may include call center, hospitality, retail, etc.), either by phone or face to face communications.

Desired Qualifications

  • Some college or college degree.

  • 2+ years of customer service experience (may include call center, hospitality, retail, etc.), preferably to include a call center.

  • Experience promoting products and services, ideally in a call center environment.

  • Effective listening and communication skills and the ability to interact with customers in a professional, courteous, and empathetic manner.

  • Ability to build trust and loyalty with customers and handle and protect confidential information and act with integrity at all times.

  • Willingness to work in an environment that requires 100% phone-based customer interaction while maintaining dialogue with customers and meeting performance expectations.

  • Ability to work a flexible work schedule.

Please Read: Steps in Duke Energy’s Hiring Process

  • Upon successfully submitting your application for this position, you will be immediately redirected to the online test, the Duke Energy Customer Care Assessment. Please ensure that you read all instructions carefully prior to beginning the online test.

  • You will have 24 hours, or before the job posting expires to complete your assessment (online test), whichever comes first. The test will be timed. Please note the link to access the test will no longer be available after the job posting expires. You must pass the test to move forward in the application process for continued consideration.

  • Candidates who successfully pass the test and meet the required/basic job requirements may be contacted for an interview.

  • If you are selected for an offer, you will be asked to select a preferred work schedule. Your final schedule, however, is based on business need and schedules may change at any time throughout the year.

  • Candidates who accept the employment offer will be required to pass Duke Energy’s background check and drug test.

Additional Important Information

  • Starting pay is $16 per hour during the training program. This rate is non-negotiable.

  • Customer Care Specialists are generally awarded shifts twice annually and will work those shifts for 6-12 months; however, based upon business need your schedule may change at any time throughout the year.

  • The Customer Care Center is open Monday - Friday, 7am to 7pm, shift schedules will fall between operating hours.

  • Due to COVID-19, new hire onboarding, training, and actual work arrangements will take place virtually/remotely. To accommodate this, all new hires need to have access to reliable high-speed internet, and a location where you are able to work without interruption.

  • Employees may be required to transition to work onsite at the Call Center location on a future date.

  • During times of inclement weather or other major events (such as hurricanes, snowstorms, etc.), Customer Care Specialists are expected to be on-call and work extended hours, as well as mandatory overtime, to support higher call volumes. Customer Care Specialists are essential employees, therefore, if the power/gas is out or there is a major weather event affecting power/gas, they are expected to be available to serve our customers.

Travel Requirements

Not required

Relocation Assistance Provided (as applicable) No

Represented/Union Position No

Visa Sponsored Position No

Posting Expiration Date

Monday, May 17, 2021

All job postings expire at 12:01 AM on the posting expiration date.

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

We are one of the largest electric power holding companies in the United States, supplying and delivering electricity to approximately 7.4 million U.S. customers. We have approximately 52,700 megawatts of electric generating capacity in the Carolinas, the Midwest and Florida – and natural gas distribution services serving more than 1.5 million customers in Ohio, Kentucky, Tennessee and the Carolinas. Our commercial and international businesses own and operate diverse power generation assets in North America and Latin America, including a portfolio of renewable energy assets.

Regardless of your skill set or specific interest, we're looking for the best and brightest talent in the industry. Our people make us great - and we're always looking for more. Find your career path today at Duke Energy, where it's more than a career - it's a chance to make a difference in people's lives.

Brighter opportunities. Brighter futures. Duke Energy values ideas that come from a diverse and inclusive workforce, and we’re dedicated to providing a work environment where all people are valued, respected and able to reach their full potential. Duke Energy is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, childbirth or related medical conditions, including but not limited to lactation, religion, national origin, ancestry, ethnicity, citizenship, sexual orientation, gender identity, gender expression, age, marital status, physical or mental disability, genetic information, medical condition, military status, or protected veteran status. Duke Energy complies with all applicable state, federal and local laws, regulations and ordinances prohibiting discrimination.